Guides · Faisalabad, Lahore, Punjab
Solar App Offline or Showing Zero: What to Check
Short answer
If your solar app says offline, first look at the inverter's own screen. If the screen shows normal operation and power, the system is still producing and only the internet link is down, usually because the router lost power in load-shedding, the Wi-Fi password or router changed, or the signal is weak. If the app shows zero but online, check the time of day, whether the grid is on, and whether the inverter itself shows a fault.
This guide is for troubleshooting an app that has stopped working. For how monitoring works and which app goes with which inverter brand, see our Wi-Fi dongle and monitoring app guide.
Step 1: is the system producing or not?
Go to the inverter and check its display or status lights.
| Inverter screen | App | What it means | Go to |
|---|---|---|---|
| Normal, showing power | Offline | Communication problem only; solar is working | Step 2 |
| Normal, showing power | Online, but values zero or frozen | Data delay, account view or a measurement setting | Step 3 |
| Fault or grid-lost message | Offline or zero | The inverter has stopped; the app is reporting it correctly | Step 4 |
| Blank screen, no lights | Offline | The inverter has no power or has shut down | Call service |
Monitoring app offline
WiFi
Router changed or out of range
Dongle
Logger unplugged or reset
Server
App outage
Step 2: the app is offline but the inverter is working
The router lost power in load-shedding
This is a very common cause in Punjab. When the grid goes, the router goes too unless it is on a UPS or the inverter's backup output, and an on-grid inverter stops as well. The dongle should reconnect on its own a few minutes after power returns. Simple fix: ask your installer to power the router from a hybrid inverter's backup circuit or a small UPS.
The Wi-Fi password, network name or router changed
A new internet connection, a new router or a changed password means the dongle is still trying to join the old network. It will stay offline until it is set up again with the new details.
The router is broadcasting a band the dongle cannot use
Many inverter dongles only work on 2.4 GHz Wi-Fi. Solis, for example, states this for its Wi-Fi stick. Newer dual-band routers sometimes merge 2.4 GHz and 5 GHz into one network name, or a provider's technician may switch off 2.4 GHz. Check the router settings, or ask your internet provider to keep a 2.4 GHz network on.
The signal is too weak
If the router has moved, a wall has been built or the inverter is in a far corner of a shed, the signal may not reach. A Wi-Fi extender or access point near the inverter usually solves it.
The internet itself is down
An expired package or a line fault leaves the router on but not connected. Test by opening a website on the same Wi-Fi with mobile data off.
The dongle is loose or faulty
Look, without touching any wiring, at whether the dongle is seated properly in its port and its lights are on. Do not unplug it repeatedly; if it looks loose or has no lights, call your installer.
How to reconnect the dongle
Steps depend on the brand. Usually the dongle creates a temporary Wi-Fi network, you connect your phone to it and enter your home network name and password through the brand's app or a setup page. Follow the manual for your dongle model, switch off mobile data during setup, and type the password exactly. Then allow some minutes for data to appear; many platforms update every few minutes, not in real time.
Step 3: the app is online but shows zero
It is night, early morning or very cloudy
Generation is zero at night, and very low in early morning, fog and heavy smog. Some on-grid inverters also go to sleep at night and the dongle shows offline until morning. That is normal.
The daily total has just reset
Most apps reset "today's generation" at midnight. Check the phone and inverter date and time are correct; a wrong time zone can make the totals look odd.
Data is delayed or missing for some hours
After an outage, some dongles send stored data later and some do not, depending on the model. A gap in the graph does not always mean the system stopped producing. Compare the inverter's own lifetime total with the app before assuming lost generation.
Consumption, import or export show zero
These numbers need a meter or current sensor (CT) connected to the inverter. If it was never fitted, is disconnected or set up the wrong way round, the app may show zero consumption or odd import and export figures while solar generation looks fine. That is a job for the installer. If you want detailed room-by-room readings, see home energy monitoring.
Export shows zero on purpose
If the system has an export limit or zero-export setting, exported power will stay at or near zero by design. See zero export device.
Battery shows zero or a sudden jump
If the battery reading drops to zero or jumps, the battery may have lost communication with the inverter. See solar battery not charging or draining too fast.
Step 4: the inverter itself shows a fault
If the inverter screen shows a fault, the app is not the problem. During load-shedding an on-grid inverter must stop and will show a grid fault; that is expected, and our guide to inverter grid fault during load-shedding explains when it is normal and when it is not. For other messages, read our inverter faults guide. If production is running but lower than you expect, see low solar production.
Check your account access
Sometimes the system is online but your account cannot see it.
- Logged out after an app update: log in again with the account created at commissioning.
- Plant under the installer's or previous owner's account: ask the installer or the brand's support to add or transfer you.
- Platform outage: if nothing changed at your end, wait a few hours and check again.
Keep your installer's access in place so they can see alarms and history when you report a fault.
How Solar Works sets up monitoring
Current and new systems we install are designed with monitoring capability, subject to what the selected equipment supports. At handover we show you the app and how to read basic system status, and we monitor our projects remotely where the equipment allows. Our first 30 days guide covers what to check early on.
For systems we install, after-sales complaints are handled by our own engineering staff. Once a complaint is registered, we target sending service personnel within 48 hours to begin diagnosis. Many monitoring problems can be solved over WhatsApp with screenshots and photos, without a visit. See how after-sales service works. Brand pages: Huawei, Solis, Inverex.
Get today's price or a free site survey
App offline and not sure why? Send us a screenshot of the app and a photo of the inverter screen.
- WhatsApp or call: 0336 666 4321
- Email: info@solarworks.pk
- Head office: Main Boulevard, Sargodha Rd, Block F FDA City, Faisalabad
- Lahore branch for Lahore and central Punjab
We serve customers throughout Punjab, 9:00 AM to 6:00 PM daily. Site surveys for new systems are normally free. You can also contact us online.
Frequently asked questions
Why does my solar app go offline during load-shedding?
Usually because the router loses power, and on-grid inverters also stop when the grid fails. Powering the router from a UPS or a hybrid inverter's backup output keeps monitoring online. It should reconnect by itself when power returns.
Does offline in the app mean my solar system is not working?
Not necessarily. If the inverter's own screen shows normal operation and power, the system is producing and only the internet link is down.
Why won't my inverter dongle connect to my new router?
The dongle still has the old network name and password and must be set up again. Also check that the router has a 2.4 GHz network switched on, as many dongles cannot use 5 GHz.
Why does my solar app show zero generation?
At night, in early morning or in heavy fog this is normal. During the day, check whether the inverter shows a grid fault or other alarm, and whether the app is showing live data or a delayed update.
Why does my app show zero consumption but normal generation?
Consumption, import and export need a meter or current sensor connected to the inverter. If it is missing, disconnected or wired incorrectly, those values can show zero. Ask your installer to check it.
Will I lose generation records while the app is offline?
The inverter keeps producing and keeps its own lifetime total. Whether the missing hours are filled in on the app later depends on the dongle model.
Sources
- Solis, "DLS-W Solis WiFi stick troubleshooting"
- PureVolt, "How to change the WiFi on a Solis inverter dongle"